公开(公告)号：US20160112566A1

公开(公告)日：2016-04-21

申请号：US14936522

申请日：2015-11-09

Applicant: Angel.com Incorporated

Inventor： Praphul Kumar ,  Rajesh Ramchander

IPC: H04M3/51 ,  H04M3/523 ,  H04M3/42

CPC classification number: H04M3/5175 ,  H04M3/42221 ,  H04M3/5133 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5232 ,  H04M2201/18 ,  H04M2201/42 ,  H04M2203/401 ,  H04M2203/6009

Abstract: A call handling platform receives a call placed by a caller, collects data points based on the caller's interaction with an interactive voice response module, and computes an experience score for the caller using the data points. The call handling platform compares the experience score to a predetermined first threshold that indicates a first level of caller satisfaction. The call handling platform determines whether an option is enabled for recording screen captures of a display screen coupled to a machine used by a human agent. Upon determining that the caller has a lower level of satisfaction than the first level of satisfaction, the call handling platform routes the call to a human agent. Based on determining that the option for recording screen captures is enabled, the call handling platform initiates recording of screen captures of a display screen coupled to a machine used by the human agent.

公开(公告)号：US09285974B2

公开(公告)日：2016-03-15

申请号：US14193407

申请日：2014-02-28

Applicant: Angel.com Incorporated

Inventor： Praphul Kumar ,  Leon Vymenets

IPC: G06F3/048 ,  G06F3/0484 ,  G06F3/0482 ,  G06F17/22 ,  H04L29/08 ,  G06Q30/00

CPC classification number: G06F3/04847 ,  G06F3/0482 ,  G06F3/0483 ,  G06F3/04842 ,  G06F17/2247 ,  G06F17/2288 ,  G06Q30/016 ,  H04L67/02 ,  H04L67/10

Abstract: An interface for configuring an interaction site is provided. First values corresponding to first parameters of an interaction page of the one or more interaction pages are received. Recommended interaction pages for the interaction site are selected based on the first values. An interface for selecting any interaction page of the recommended interaction pages is provided. Data indicating a selection of a particular interaction page is received. In response to receiving the data indicating the selection of the particular interaction page, an interface for configuring the particular interaction page is provided. Second values corresponding to second parameters of the particular interaction page are received. A second multi-step communication flow is determined based on (i) values corresponding to the parameters associated with the first multi-step communication flow and (ii) the second values. An interaction flow document including code for the interaction site specifying the second multi-step communication flow is generated.

Abstract translation: 提供了一个用于配置交互站点的界面。 接收对应于一个或多个交互页面的交互页面的第一参数的第一值。 基于第一个值选择交互站点的推荐交互页面。 提供了一个用于选择推荐交互页面的任何交互页面的界面。 接收指示特定交互页面的选择的数据。 响应于接收到指示特定交互页面的选择的数据，提供用于配置特定交互页面的界面。 接收对应于特定交互页面的第二参数的第二值。 基于（i）对应于与第一多步通信流相关联的参数的值和（ii）第二值来确定第二多步通信流程。 生成包括指定第二多步通信流的交互站点的代码的交互流文档。

公开(公告)号：US20150350429A1

公开(公告)日：2015-12-03

申请号：US14290446

申请日：2014-05-29

Applicant: Angel.com Incorporated

Inventor： Praphul Kumar ,  Aaron Wellman

IPC: H04M3/493 ,  G10L15/19

CPC classification number: H04M3/4936 ,  G10L15/183 ,  G10L15/19 ,  G10L15/22 ,  G10L2015/0635 ,  G10L2015/0638 ,  G10L2015/223 ,  H04M3/42382 ,  H04M3/4938 ,  H04M3/51

Abstract: A request to execute an interaction site associated with a custom grammars file is received from a user device and by a communications system. An interaction flow document to execute the interaction site is accessed by the communications system. The custom grammars file is accessed by the communications system, the custom grammars file being configured to enable the communications system to identify executable commands corresponding to utterances spoken by users of user devices. An utterance spoken by a user of the user device is received from the user device and by the communications system. The utterance is stored by the communications system. The custom grammars file is updated by a grammar generation system to include a representation of the stored utterance for processing utterances in subsequent communications with users.

Abstract translation: 从用户设备和通信系统接收到执行与自定义语法文件相关联的交互站点的请求。 用于执行交互站点的交互流文档由通信系统访问。 定制语法文件由通信系统访问，自定义语法文件被配置为使通信系统能够识别与用户设备的用户说出的话语相对应的可执行命令。 从用户设备和通信系统接收用户设备的用户说出的话语。 话音由通信系统存储。 自定义语法文件由语法生成系统更新，以包括用于在与用户的后续通信中处理话语的存储话语的表示。

公开(公告)号：US09185219B2

公开(公告)日：2015-11-10

申请号：US14230792

申请日：2014-03-31

Applicant: Angel.com Incorporated

Inventor： Praphul Kumar ,  Rajesh Ramchander

IPC: H04M1/64 ,  H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5175 ,  H04M3/42221 ,  H04M3/5133 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5232 ,  H04M2201/18 ,  H04M2201/42 ,  H04M2203/401 ,  H04M2203/6009

Abstract: A call handling platform receives a call placed by a caller, collects data points based on the caller's interaction with an interactive voice response module, and computes an experience score for the caller using the data points. The call handling platform compares the experience score to a predetermined first threshold that indicates a first level of caller satisfaction. The call handling platform determines whether an option is enabled for recording screen captures of a display screen coupled to a machine used by a human agent. Upon determining that the caller has a lower level of satisfaction than the first level of satisfaction, the call handling platform routes the call to a human agent. Based on determining that the option for recording screen captures is enabled, the call handling platform initiates recording of screen captures of a display screen coupled to a machine used by the human agent.

Abstract translation: 呼叫处理平台接收呼叫者的呼叫，根据呼叫者与交互式话音响应模块的交互来收集数据点，并使用数据点计算呼叫者的体验评分。 呼叫处理平台将经验评分与指示第一级呼叫者满意度的预定第一阈值进行比较。 呼叫处理平台确定是否启用选项以记录耦合到人类代理使用的机器的显示屏幕的屏幕捕获。 在确定呼叫者具有比第一级满意度低的满意度的情况下，呼叫处理平台将呼叫路由到人类代理。 基于确定记录屏幕捕获的选项被启用，呼叫处理平台启动与人体使用的机器耦合的显示屏幕的屏幕捕获的记录。

公开(公告)号：US20150281436A1

公开(公告)日：2015-10-01

申请号：US14230586

申请日：2014-03-31

Applicant: Angel.com Incorporated

Inventor： Praphul Kumar ,  Aaron Wellman

IPC: H04M3/42 ,  H04M3/523 ,  H04M3/51

CPC classification number: H04M3/5166 ,  H04M3/42008

Abstract: A call handling platform receives a call placed by a caller. The call handling platform collects data points based on an interaction of the caller with an interactive voice response module during the call, and computes an experience score for the caller. The call handling platform accesses a predetermined first threshold that indicates a first level of caller satisfaction and compares the experience score to the first threshold. Based on the comparing, the call handling platform determines that the caller has a lower level of satisfaction than the first level of satisfaction, and routes the call to a human agent. The call handling platform determines whether an option for recording a call is enabled. Based on determining that the option for recording a call is enabled, the call handling platform initiates recording of the interaction between the caller and the human agent.

Abstract translation: 呼叫处理平台接收呼叫者发出的呼叫。 呼叫处理平台在呼叫期间基于呼叫者与交互式语音响应模块的交互来收集数据点，并且计算呼叫者的体验评分。 呼叫处理平台访问指示呼叫者满意度的第一级别的预定第一阈值，并将经验评分与第一阈值进行比较。 基于比较，呼叫处理平台确定呼叫者的满意度低于第一级满意度，并将呼叫路由到人员。 呼叫处理平台确定是否启用用于记录呼叫的选项。 基于确定记录呼叫的选项被启用，呼叫处理平台启动对呼叫者和人类代理之间的交互的记录。

公开(公告)号：US20140024350A1

公开(公告)日：2014-01-23

申请号：US14032443

申请日：2013-09-20

Applicant: Angel.com Incorporated

Inventor： Ahmed Tewfik Bouzid ,  Praphul Kumar ,  Michael T. Mateer ,  David James Rennyson

IPC: H04W88/06

CPC classification number: H04M3/5166 ,  G06F8/34 ,  G06F9/44 ,  H04M1/72552 ,  H04M3/493 ,  H04M3/5141 ,  H04M3/5191 ,  H04M7/006 ,  H04M2203/2066 ,  H04W88/06

Abstract: A request to execute an interaction site for enabling communications to be exchanged between a multi-channel communications system and a user device is received by an interaction flow processor. The interaction site is identified based on the request. An interaction flow document is accessed for the identified interaction site, the interaction flow document including code for initiating the interaction site between a user device and the multi-channel communications system using any one of multiple different communications channels including an interactive voice response channel. A communications channel used by the user device to contact the multi-channel communications system is determined. Based on the determined communications channel, the code of the interaction flow document is translated to code executable by the multi-channel communications system to enable the multi-channel communications system and the user device to exchange communications over the determined communications channel. A response is transmitted to the multi-channel communications system.